Helpdesk Specialist

About TAPSI:

Here at TAPSI, every ride propels us towards a greater purpose. As a dynamic player in the ride-hailing industry, we're driven by a vision to redefine transportation and delivery while making a meaningful social impact. At TAPSI, we're committed to assembling the brightest talents and fostering a culture of performance excellence. Join us on our journey to drive change, innovate relentlessly, and shape the future of mobility.

About the Role:

As a Helpdesk Specialist at TAPSI, you will provide technical assistance and support to our employees. You will troubleshoot and resolve hardware, software, and network issues, ensuring the smooth functioning of our IT systems. Your excellent communication skills, technical expertise, and customer-oriented approach will be instrumental in delivering exceptional support to our internal users.

Responsibilities:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware or escalate complex issues to the appropriate IT team members.
• Respond to queries either in person or over the ticketing system, phone, email & chat.
• Write, edit, and revise training manuals & Training staff members on troubleshooting and diagnosing problems.
• Maintain daily performance of computer systems.
• Walk customers through the problem-solving process.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Resolve general technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure the issue has been resolved.
• Run reports to determine malfunctions that continue to occur.
• Request feedback and/or monitor calls and other methods of correspondence to improve training methods.
• Enter work orders into various ticketing systems as appropriate & Generate internal reports daily to review work orders in ticketing systems.

Requirements:

• Previous working experience as an IT Help Desk Technician for (2) year(s)
• BA in IT, Computer Science, or similar relevant field
• In-depth knowledge of computer systems both PC and Mac Hardware and Software and mobile devices
• Familiar with windows server, windows 10, Linux (Ubuntu), and mac os
• Familiar with HP servers and hardware installation on servers
• Familiar with Exchange mail server & mail clients.
• Familiar with VoIP solutions.
• Knowledge of Network+.
• Experience with Network Repairs and Analysis
• Hands-on experience with diagnosing and resolving basic technical issues
• Excellent communication and interpersonal skills
• Customer-oriented and patient
•  Experience with ticketing application tools is a plus.
•  Ability and motivation to learn new technologies quickly and with minimal support and guidance.